Customer Service Advisor

AWP Assistance UK Ltd; Croydon; On-site; GBP 25,000 - 30,000; Full time

Job summary

A reputable insurance provider in Croydon is seeking a Customer Sales Co-Ordinator for their Travel Insurance Hub. The role requires a proactive sales approach and excellent customer service skills to maximise sales opportunities during calls. Candidates should be able to handle customer objections effectively and engage in training for continuous personal development. This position offers a 35-hour work week with shifts covering Monday to Saturday.

Qualifications

• Proactive approach in selling insurance products.
• Experience in handling customer objections positively.
• Ability to build rapport with callers.

Responsibilities

• Handle all incoming/outgoing calls in a professional manner.
• Identify opportunities to upgrade cover levels.
• Participate in training programs for development.

Skills

Sales skills

Customer service

Communication

Active listening

Job description

Social network you want to login/join with:

Job Title:

Customer Sales Co-Ordinator – Travel Insurance Hub

Reporting to:

Customer Sales Manager – Travel Insurance Hub

Department:

Travel Experience Hub

OBJECTIVE OF THE ROLE

To provide a professional and proactive approach in selling insurance products or upgrades in line with the principles of treating customers fairly.

Maximise sales opportunities by utilising your sales skills, ensuring the best and most appropriate products are discussed with customers during telephone calls.

Deliver outstanding experiences to customers each day in line with our Business Partners contractual agreements.

HOURS

Based on 35 hours per week. Shifts covering 8am to 6pm Monday to Friday and 9am to 1pm on Saturday. Hours may vary according to business needs.

MAIN RESPONSIBILITIES

Quality and Customer Focus

Our vision is to be a renowned caring premium UK insurance provider. We strive to deliver exceptional customer experiences throughout the claim lifecycle.

• Handle all incoming and outgoing calls in a helpful, friendly, polite, and professional manner.
• Follow specific call guides or processes as established.
• Handle customer objections positively and actively attempt to overcome them, building rapport with callers.
• Identify opportunities to upgrade cover levels through effective listening and understanding customer needs.
• Carry out outbound sales activities, adhering to all regulatory and customer service standards.
• Capture all requested data and provide information to callers.
• Respond to correspondence according to procedures.
• Perform administrative tasks as required.
• Inform Supervisor/Manager of any service failures or potential issues.

FCA Compliance

• Operate within all FCA regulations.
• Follow the approved sales process approach.

Communication, Collaboration, and Engagement

• Participate actively in performance reviews, team meetings, and provide feedback.
• Maintain up-to-date product and technical knowledge.
• Share relevant product updates and feedback with the team and management.

Training and Coaching

• Engage in feedback sessions and training programs.
• Identify areas for development and seek additional training as needed.
• Follow established call guides and complete mandatory training modules.
• Handle regulated complaints within FCA guidelines, escalating issues appropriately.

Additional Responsibilities

• Maintain a safe and tidy work environment.
• Comply with the Health & Safety Work Act 1974.
• Report any health and safety issues to management.

About Allianz

Allianz Group is a trusted insurance and asset management company committed to diversity and inclusion. We support our employees' growth and development, fostering an environment of empowerment and confidence. Allianz Partners specializes in insurance and assistance solutions across various sectors, including travel, health, and automotive. We are proud to be an equal-opportunity employer, welcoming applications from all backgrounds.